One centralized aftersales platform for faster, more structured and scalable customer service at stow
What was slowing stow down?
Stow wanted to scale customer service without scaling complexity. As aftersales demand grows, the business needs a more efficient way to handle requests, improve response times and give teams clear visibility and ownership while creating a foundation for future growth.
Customer requests and communication were spread across different channels and teams, making service harder to manage consistently.
Aftersales teams spent time searching for information, following up and coordinating instead of helping customers faster.
It was not always clear where a request stood, who owned it or what needed to happen next.
From scattered requests to one central platform in 4 months
Implemented SAP Service Cloud V2 as one central platform to register, assign, process and monitor customer requests and communication.
Built a multilingual customer portal on SAP BTP, guiding customers to submit all sorts of requests
Integrated relevant master data giving all teams the latest data to help the customers in the best way possible
Introduced structured case lifecycles, standardized workflows, clear statuses and ownership, creating a consistent and transparent process across teams.
The solution: One platform, full visibility
Solution components
- SAP Service Cloud V2
- Customer self-service portal on SAP BTP
- SAP Field Service Management (FSM)
- SAP Cloud Integration (CPI) as integration backbone
Integrations
- Portal (BTP) → SAP Service Cloud V2
- SAP FSM → SAP Service Cloud V2
The results: What changed for stow
Business impact
- Faster, more predictable service delivery as request volume grows
- Teams spend less time searching and following up, more time actually helping customers
- No more untracked or lost requests
- Reliable reporting on service performance across teams
How we measured it
- Tracked live in SAP Service Cloud V2 reporting
- Confirmed by stow
Single portal for all customer requests, regardless of department
Within Aftersales collaborating in one central platform
Of all cases are now submitted directly through the customer portal
In the customer’s words
“It’s clear for everyone who’s taking the lead in a case and we can follow up what is already been communicated towards our customer and internally.”
Xander De Donder, Service Sales Rep. & Distributor Lead Aftersales at stow
Why Amista
Amista is the trusted partner in stow’s service landscape
- Proven understanding of stow’s service organization
Amista already understands stow’s service processes, stakeholders and operational priorities, enabling the project to start from day one with the right business context. - Strong SAP BTP, FSM & Service Cloud implementation experience
With hands-on experience in every needed SAP solution, Amista brings the functional and technical expertise needed to optimize the existing setup and support its further evolution. - Best positioned to deliver the FSM–Service Cloud integration
Amista combines knowledge of the current FSM landscape with the integration capabilities needed for Service Cloud V2, reducing delivery risk and ensuring a smooth end-to-end solution.